ComplaintsforBroward Factory Service - Hillsborough, Pasco, Pinellas, Sarasota, Lee

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Broward Factory Service - **** *******, ***************, ** ***** - I have the GOLD Replacement Contract.I had an serious issue with one of my ** units recently that shut down during a 90 plus degree day(s). A technician came to our residence he told us that he could not "fix" the issue as a new coil was needed. I asked if the coil could be patched for now and he stated "Absolutely not, we cannot do that - only replace the part." After another day of sweltering heat, I contacted BFS and asked for a time-table. They stated that the part was ordered and would be a few more days. Another day later, the same technician came to our residence and said he was going to patch the coil. I asked him if this was just temporary since he previously said he could not do this. He put his hands in the air, shaking his head and said that he was just doing what he was told and to call the company to get more information. I called and spoke to a regional manager. He stated he would look into the matter as he also felt that the part was "on order". After two weeks of no calls, I contacted the Regional Manager who stated he was sorry that he forgot to contact me. He then said he would check and guaranteed he would call me back in an hour. He did not call me back again however and had another manager call! This other manager had a boiler plate rambling speech where he said that the "coil looked good and there was not a need for replacement" and the patch was a good and accepted remedy. I again expressed my concerns that this was not the case as I spoke with another HV** tech who absolutely said that this was not a long term remedy and the coil should be replaced. As a side note he (tech) said that he feels that they will wait until the expiration of the GOLD replacement contract and re-issue a SILVER (non-replacement) contract to avoid the inevitable coil replacement.I still hope they will make good on the GOLD (attached) contract - Request that the ** Unit Coil is REPL**ED.

  

  Business response

  10/18/2023

  Good morning,  
  ************** went out to the property for an A/C issue and found a leak in the coil. After the diagnosis, the technician discussed the situation with the general manager, and they concluded the issue wasnt caused by corrosion and the leak was caused by a s**** rubbing against the coil and it created a small hole. To get the customers A/C unit up and cooling again and since they have the Gold plan, we did not charge $1200 to fix the coil and recharge with freon. As a result of the repair, the A/C unit has been in good working order and we have not received a call back stating otherwise. We feel at this time, this claim has been resolved. Their A/C unit will be covered throughout the remainder of their policy.
  Thank you, 

  Customer response

  10/18/2023

   
  Complaint: 20737636
  
  I am rejecting this response because:
  I was told by the technician that the coil needed to be replaced and a small patch will not work long term so thus it was not an acceptable remedy as a complete fix. I was also told by the company that the part was on order. It was not until I got no response for two weeks that I finally received a call from the manager that all was good and no replacement was needed. I hold this to suspect as another technician said that they will simply wait until the GOLD plan expires and not renew as that but a Silver (non-replacement) plan. If the company guarantees in writing that they will renew my plan as a GOLD plan when this plan expires, I will accept the resolution. 
  
  Sincerely,
  
  ***************************

  

  Business response

  10/19/2023

  Hi there,
  If **************** wishes to renew his Silver and Gold contract we will guarantee itll stay in place.
  Thank you, 

  Customer response

  10/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

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